REFUNDS & EXCHANGES

Last updated: September 11, 2026

Because wigs, hair extensions, lace products, and related hair items are personal-use products, all sales are generally final for hygiene and safety reasons. We do not accept returns or exchanges because of a change of mind, an incorrect option selected by the customer, or a preference regarding colour, length, texture, density, or style.

This policy does not limit any legal warranty or other mandatory consumer right that applies to your purchase.

Incorrect, defective, or damaged items

If your order arrives incorrect, defective, or damaged, contact us within 48 hours of delivery so we can document and review the issue promptly. Reporting within 48 hours is required under our store review process for visible delivery issues, but it does not remove rights that cannot legally be limited.

Natural variations in human hair—including slight differences in colour, wave pattern, density, or texture—are expected and are not normally considered defects. Screen settings and lighting can also affect how colours appear.

How to request a review

Email theluxehair5@gmail.com before returning anything. Include:

your order number and the name used for the order;
a clear description of the issue;
clear photographs or video showing the complete item and the issue;
a photograph of the shipping label and packaging; and
any other information reasonably needed to assess the request.

Do not mail an item back until we provide written return authorization and instructions. Unauthorized returns may be refused or returned to the sender.

Condition required for review

To qualify for review, the hair or unit must remain unused and in its original condition. It must not have been:

worn, installed, brushed extensively, or styled;
washed, cut, trimmed, layered, coloured, bleached, permed, or chemically treated;
exposed to heat, adhesive, makeup, fragrance, smoke, or hair products;
altered by cutting the lace, bleaching knots, plucking the hairline, changing bands or combs, or modifying the cap or wefts; or
removed from its original packaging in a way that prevents hygienic resale or inspection.

Please inspect the item carefully before installation or alteration. Once an item has been altered, we may be unable to determine whether the reported issue existed when it was delivered.

Custom and made-to-order products

Custom wigs, altered units, preorder items, and made-to-order products are final sale once work or sourcing has started, except where an item is incorrect, defective, or applicable law requires another remedy. Review all selected specifications before placing your order.

If you need to request a change or cancellation, contact us immediately. We cannot guarantee changes or cancellation after processing has begun.

Review and resolution

After receiving your request, we will review the information and may ask for additional photographs or for the item to be returned for inspection. If a return is authorized, follow the provided packaging and shipping instructions and send the item within the stated timeframe.

When we confirm that an item is incorrect, defective, or damaged, the available resolution may include repair, replacement, store credit, or a refund, as appropriate to the circumstances and applicable law. A request is not approved until we confirm the resolution in writing.

Refunds

Approved refunds are issued to the original payment method. We will email you when the refund has been processed. Your bank or payment provider may require additional time before the credit appears on your statement.

Original shipping charges are not refundable unless the return results from our error, the item is confirmed defective, or applicable law requires reimbursement.

Return shipping

If we confirm that the item is incorrect, defective, or damaged, we will provide return-shipping instructions and, where appropriate, a prepaid label or reimbursement for reasonable authorized return-shipping costs. We cannot reimburse unauthorized shipping services or charges.